Opinions expressed by Forbes Contributors are their own. Shep Hyken is a customer service/CX expert, author & keynote speaker. It’s not uncommon to hear leaders say, “We must put the customer ...

The company added over 900,000 postpaid net phone customers and 50 million people downloaded its T-Life app last year, ...

Explores the current thinking and writing on the subject of customer-centricity, the ethos that places good service and customer-experience at the heart of a brand's strategy. Customer-centric brands ...

All of us have been customers at one time or another, and we have all likely had a customer service experience that was less ...

This traditional "solution-centric" approach has resulted in countless ... and technological advancements may serve as inspiration, they offer no guarantee of success. The littered landscape ...

Recent research* conducted by B2B International found that only 14% of large B2B organizations are truly customer-centric—i.e., the customer experience is ingrained in the fabric of the company. That ...